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:01/31/2024

  Type:Order 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.

  On 6/28/2023 we sustained water damage at our property. We contacted Restoration 1 (owned by *****************) to remediate the damage, and potentially perform the service of a general contractor for a rebuild. The Restoration 1 representative assured us that they would begin immediately and that their billing department shared software with out insurer (State Farm) so that the claim process would be seamless. That there are guidelines that they follow when they work with our insurer.Our claims agent at State Farm stated that it was ok to authorize the work. At that point, we signed the contract. The work was performed (very poorly) - numerous staples were left sticking up in our subfloor which made the home hazardous. We communicated this complaint numerous times. On August 2nd (one month after the remediation) someone finally removed the staples.Due to a lack of transparency and communication, we decided not to use Restoration 1 as a General Contractor. We were notified that State Farm paid the claim directly to Restoration 1. We believed the case was closed. Months later (November) we were emailed that a balance due of $1516.45. We attempted numerous calls to explain why a balance was due. The only response was that this was the amount State Farm did not pay. They said they would investigate why State Farm did not pay the entire balance since we were told their systems "linked up" and the process would be seamless. At that point Restoration 1, refused to return any phone calls, even calls placed to ***************** specifically.In December 2023, Restoration 1 placed the balance due in collection *DESPITE NEVER EXPLAINING WHY A BALANCE WAS DUE* and why they were unable to collect from the insurer.Subsequently, 5 more calls were not returned....on January 30th we were notified the collection agency was progressing with a lien on the home. We believe that Restoration 1 overcharged State Farm and simply put the overage into collection

  

  Business Response

  Date: 02/11/2024

  Dear **************,

  We appreciate your feedback and the opportunity to address your concerns regarding your experience with Restoration 1 of Greater Charlotte. We take customer feedback seriously and have implemented significant changes to rectify the issues you raised.

  In response to your feedback, we have taken the following actions:

  Personnel Changes: The individuals responsible for the concerns you outlined are no longer employed by Restoration 1 of Greater Charlotte.

  New Management: Restoration 1 of Greater Charlotte is now under new management. We have undergone a restructuring to ensure a more streamlined and customer-focused approach. Our new leadership is dedicated to instilling a culture of excellence and prioritizing customer satisfaction at every level.

  Invoice Review: Your invoice has been thoroughly reviewed by our new management, and appropriate credits have been applied to address any discrepancies. Details concerning each credit have been provided on your invoice for transparency.

  Credit Report Update: The revised invoice has been discussed with the collection company and our understanding is their representative spoke with ************** on 2.7.24 and alleviate your concerns.

  To further assist us in addressing your concerns, we kindly request additional details or direct contact at *********************************** We want to ensure that we address your specific situation and work towards a resolution that meets your expectations.

  We sincerely apologize for any inconvenience you may have experienced and value your business. We are committed to regaining your trust and providing you with an improved experience under our new management.

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to make things right.

  Sincerely,

  Restoration 1 of Greater Charlotte