Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/13/2023
Type: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.
Cape Fear Restoration started the mitigation process on my out-of-state property. I paid the initial deposit (which was more than my deductible) but they not continue w/the repairs unless I pre-pay their ENTIRE invoice. USAA has always recommended to not pre-pay an insurance claim until the job is finished.Customer Answer
Date: 01/24/2023
***Document Attached***
Cape Fear Restoration still refuses to complete the work or speak to me. I received an email from ******************************* that she has file a lien against my property.
See Attachment/File: Screenshot_20230124_194951_Gmail.jpg
Business Response
Date: 01/25/2023
Job was originally supposed to be a cash job when we went out on 11/28/2022 Which requires half down to start and balance on completion for drying the property out. The client changed her mind and then finally scheduled the work on 12/08/2022 after additional damage occurred because the property did not have the drying process started. We completed the drying process and the representative on site for the client signed the Certificate of completion. Once the *** is signed final payment for the water mitigation is due. Our company policy is that mitigation has to be paid in full and half down on the repairs For the repairs to start. This has always been our policy.
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