Complaints

This profile includes complaints for Woodard Cleaning & Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Woodard Cleaning & Restoration

  9308 Manchester Rd Saint Louis, MO 63119-1449

• 

  Woodard Cleaning & Restoration

  2647 Rock Hill Industrial Ct Saint Louis, MO 63144

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:01/04/2025

  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.

  My home caught fire and I chose Woodard to use to repair my home, it took almost 2 years to rebuild and its not a large house. I have tons of complaints about this company giving there word a not keeping it. Woodard has a year guarantee of no smoke smell, well the fire started in the garage and covered the concrete floor with soot, Woodard left it in horrible shape, still smells, smell never went away because they dont care. They were quick to take the ********** but not to take my job seriously. So along with that they also stained my driveway with rust and with their dump trailer on my driveway broke in 2 sections.

  Business Response

  Date: 01/28/2025

  To Whom it may Concern:
  Woodard Cleaning and Restoration (Woodard) values the customer experience above all else. While we understand and empathize with Mr. ******** frustration with the condition of his garage floor slab, Woodard was not the entity that determined whether or not it was to be replaced.
  The insurance claim process can be very difficult to work through.  Especially for those that have not been through the process before, such as Mr. ************** Woodard is a General Contractor that specializes in restorative work after individuals or businesses experience a loss caused by water, fire or storms.  While we are experts in this field, we do not determine what work will ultimately be performed to return a home or business back to pre-loss condition.  Ultimately, that determination is made by the carrier that insures the home or business. Their approved scope of work is what dictates what repairs will occur and the extent of what those repairs will be.
  As the contractor, Woodard can make recommendations, cite industry accepted practices and norms as well as gather information to submit for consideration by the carrier. However, as previously stated, the carrier is the ultimate authority on the work that will be performed.
  During the scope approval process and subsequent supplementary approval process, Woodard recommended to the carrier that Mr. ******** garage floor be replaced to remove the staining and odor that was caused by the fire.  However, due to coverage limits and the carriers determination that the floor did not need to be replaced, it was not included in the approved scope of work that is cited in the Agreement that Mr. ******* entered into with Woodard. The carrier only approved to power wash the garage floor and Woodard performed that work.
  Prior to performing the power washing of the garage floor, a price was provided to Mr. *******, by Woodard, to replace the garage floor.  This would have been an additional cost to Mr. ******* as the carrier was not willing to pay for it.  Mr. ******* declined this service and only the power washing was performed.
  As evidence of Mr. ******** original understanding of the above facts, I have attached Woodards Final Walkthrough Report, which Mr. ******* signed on two occasions.  The first signature indicated that the items on the list were the only items noted for correction.  The second signature indicated that the items listed were corrected to Mr. ******** satisfaction.  The garage floor was not listed on the Report.  Additionally, I have attached Certificate of Completion that Mr. ******* signed as additional evidence that Mr. ******* was satisfied with the work that Woodard performed.
  Regarding Mr. ******** driveway, there is clear evidence that the damage existed prior to a dumpster being placed at Mr. ******** home.  When viewed on ****** Earth Street View, there is a section of drive that shows great deterioration.  You can see that this photo was taken shortly after the fire, but prior to the commencement of work or the placement of a dumpster.  Additionally, there is a rusted garage door and other items that could have very well contributed the staining on his driveway.
  The process of restorative work after a fire involves the removal and disposal of many items that are soot covered and potentially caustic.  These items are placed in a dumpster which is outside and exposed to the elements.  It is entirely possible that rain can enter the dumpster and runoff could contain chemicals or materials that could stain a driveway.  It is why Woodard disclaims this in our Pre-Construction Overview which Mr. ******* reviewed and signed.  I have also included this document with Woodards response.
  Again, Woodard understands and empathizes with Mr. ******** frustration regarding his garage floor. However, it was not Woodard that dictated how that floor would be handled during the restorative work.  ********************* carrier was the party that made that decision.
  Sincerely,
  ****** Zigarowicz III
  Director of Construction
  Woodard Cleaning and Restoration

• Initial Complaint

  Date:12/11/2023

  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.

  Recently received threat notice of lien on home, in Saint Louis, MO. No prior info received from company. Thi* follow* current legal matter in Downtown Missouri Court, following attempted manslaughter by car. Also following medical malpractice intake submission, also in Saint Louis, MO.
  
  Retaliation ha* been a continued issue regarding all busines* matters.
  
  Now, Woodward account* for no payment after 5 months. And the company did not confirm only one visit to my home, a* requested. Thi* i* indicative of trespassing of my home, while out of town, recently. Lawyer firm, ********* and ******, think* thi* i* out of scope, while sensitive legal proces* i* undergoing.

  Customer Answer

  Date: 12/11/2023

  Issue ha* been discussed per phone call with mgmt, ***** *****. Record of payment still inconclusive after many month* without contact received. Will review bank statement to confirm any future need for communication with thi* entity. 

  *********** *******

  Business Response

  Date: 12/18/2023

  Woodard Cleaning and Restoration (Woodard) provided services
  for Mr. ******* a* requested and billed for those services.  Mr. *******
  contacted u* on July 27, 2023 at approximately 10:45AM to provide emergency
  board up service* due to a side door window being busted out.  We
  responded and secured hi* home by 1:15PM that very same day. 
  
  Mr. ******* signed a work authorization which provided a rate sheet that outlined the cost* he would
  incur.  Mr. ******* wa* billed for these service* and Woodard followed up
  on several occasion* attempting to obtain payment.  These effort* were not
  successful, leaving Woodard with little recourse other than to pursue
  alternative collection method* including the possibility of filing a
  lien. 
  
  Mr. ******* ha* since paid hi* bill in full and no further
  collection effort* will be made.
  
  As
  for the other item* in Mr. *******’* complaint, we cannot comment as* we have no insight on any legal proceeding* involving Mr. *******.

• Initial Complaint

  Date:03/13/2023

  Type:Order 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.

  They didn't do a good job at all. One wall was supposed to be taken out and redone but they only re-plastered it. The window is leaking because they simply put it back up.
  The one they replaced still leaks and it wasn't sealed properly. They did a horrible job
  The outside was supposed to be painted and they didn't paint it. Its still chipped where they replaced the faucet. The bricks are still cracked and its obvious they did nothing to fix it. I have pictures to show their work. They messed up the floor and my electrical outlet. They used 2 prong outlets when its suppose to be 3 prongs. The pictures will show the terrible job that was done to my house. They need to be out of business for the work they did to my house.

  Business Response

  Date: 03/20/2023

  Woodard Cleaning and Restoration (Woodard) was hired by Mrs. **** to perform the repairs, due to a vehicle impact to her home, as described in her scope of work (Work) that was approved by her insurance carrier on May 14, 2021. Woodard obtained all necessary permits and inspections from the City of ************* *********, including a Final Inspection dated 6/28/21. Woodard performed all approved Work in a professional manner.
  
  The obtainment of a Final Inspection indicates that all electrical work was per code. The flooring was damaged during the vehicle impact however, Mrs. **** was at her coverage limits and the repairs to her floor were not part of the Work.
  
  Since the completion of the Work, Woodard has made numerous attempts to collect the outstanding balance of $16,034.39. Woodard has also made repeated attempts to contact Mrs. **** to review her concerns with the Work. Mrs. **** refuses to communicate with Woodard to discuss either of these items.
  Woodard has provided Mrs. **** with a 1-year Workmanship Warranty to address any outstanding concerns that she may have.

  Customer Answer

  Date: 03/30/2023

  I have mailed in my response with pictures. I was not able to send it any other way.

  Customer Answer

  Date: 04/03/2023

  These pictures will show what kind of job.  It is time to stop ripping people off, 210 & 110 are not the same.

  Customer Answer

  Date: 09/01/2023

  If they called they did not leave a message, nor have I received a letter in the mail from the business.  So make another attempt to contact me and provide me with a warranty.

   

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 has a house fire 7.16.2021. We were told house would be complete by 2/2022. House is still not done. Always an excurse why they can not come work. No communication unless you hound them weekly. Not to mention over charging customers. They charged us $6000 for a front door that cost under $5000.00, $****0.00 for flooring for a **** sq ft house, $4000 for a simple shower door. They collected money from our insurance company and now asking us to pay out of pocket for the difference. It did not cost this much to build our home in 2018. They refuse to show receipts for what material cost to prove where the money is going. They deny all accusations but I have all emails, insurance print out of what they were given to rebuild home, and text of their responses when I have to contact them. They say anything to appease the customer at the time and then go silent and no actions are done and then we repeat cycle. This company is terrible and robbing people of money and they have poor work. They should not be doing this kind of business if they can not satisfy their customers. I just want to keep spreading the word of this company so others do not go through what we did and are going through

  Business Response

  Date: 10/14/2022

  Woodard Cleaning and Restoration (Woodard) values the customer experience above all else.  We are sorry to learn that Mr. and ***************** are not satisfied with our efforts to return their home to pre-loss condition at this point in time. 
  
  It is important to understand that Woodard does not dictate the pricing for the necessary repairs to a home after a loss.  The pricing is created by an industry software known as Xactimate.  As the contractor, we enter the items that need to be repaired and the software associates labor and material costs for those items.  The scope of work and estimated costs are then approved by the customers insurance carrier and/or a Third Party Administrator (TPA).  Both the scope of work and the costs associated with the work are for like kind and quality of pre-loss condition.  If the customer requests materials or installation methods that are not like kind and quality of pre-loss condition, we would generate a price for those items that would be an out of pocket expense.  The customer has the right to utilize ********************** for the additional work or not.  We believe the costs associated with additional work are fair and reasonable.  Again, if the customer disagrees, they do not have to elect Woodard to perform the additional work. 
  
  There have been numerous delays with the repairs to the Nilsons home.  Contributing factors are excessive material shortages and lead times as well as a very stressed labor market for sub-contractors and internal staff.  Woodard certainly admits that there were likely some self-induced scheduling issues along the way as well.  However, it is a fact that restoration projects take much longer to complete than building a home from the ground up.  We are at the point where only a few items remain and we expect to finish those up in the coming days and weeks.  It is our goal to ensure that we provide the Nilsons with everything that they are owed per our agreement.
  
  I have been in direct contact with the Nilsons and as Director of Construction, I will see to it that the project comes to a conclusion as soon as possible and that any outstanding questions are answered.
  
  Sincerely,
  
  ***************************
  Director of Construction
  Woodard Cleaning and Restoration

  Customer Answer

  Date: 10/14/2022

  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.
  

  Although, when asking about any materials we were never informed of cost until such items were ordered and even placed. Also, that we are being charged $1000.00 more for a door.  There is a list of things that I will happily discuss with Woodard at our meeting. I also find this upsetting that they refuse to show reciepts of material cost and even our insurance company stated them keeping O&P for things they did not do is completey unfair to the costumer. That money was to rebuild the home not for woodard to pocket on what they do not complete but that is something ** can discuss with us when the final things are completed in our home. 
  

  for now I will accept this response from him and appreciate his response back to you as that sounds fair and more than what we have had previously from the company. 
  
  Sincerely,

  
  *************************