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:01/08/2025

  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.

  In September of 2024 my home incurred water damage due to a toilet overflowing while we were away. My husband called First Restoration America, and they came out promptly to begin remediation. They cut about 4 in off the drywall in all of the impacted areas (Kitchen, laundry, pantry, guest bath, living room, Master bed, bath, and closet). They also removed the Master bath vanity. They left fans to allow the areas to dry for about a week. We initially told that it would take about 3 days to dry. After 3 days we had to call them to ask them to come check on the dryness. They didn't come out for about a week. About a week later they came back out to start patching the 4in cut from the initial visit. A deposit of $8000 was given to *****. ***** asked why the kitchen, guest bath, and master bath floor were not removed. He said that he would work to get an adjustment for this from insurance. I asked about the moldy smell that was still coming from the bathroom. He responded that it was possibly from the vinyl that wasn't initially removed. We had concerns about the laborers that were being sent to the home without prior knowledge at least 5 times. The laborers did not speak English and was confused about what they were supposed to do while at my home. I asked for floor samples for replacement, some were dropped off at the front door. When we asked to end the service due to lack of communication and poor work quality. There are multiple areas where the drywall repairs are just horrendous, as you can clearly see just the tape, as well as large gaps in the drywall due to no putty being placed. ***** was upset. It has been almost three months and he has not refunded the initial deposit, while increasing the charges initially agreed upon from the insurance company. This has been a huge inconvenience to me and my family. We would just like our refund so that we may choose another company to come out and perform the repairs so that we may get our life back to normal.

  

  Business Response

  Date: 01/14/2025

  Good afternoon,

  We had a contract with this client to complete the water mitigation and repairs to their home. We completed the water mitigation according to industry standard and best practices. Once that was complete, we collected an $8000 deposit and we started the repair work. During that it was discovered additional flooring material needed to be removed (common occurrence). We submitted this information to the insurance company where they issued a supplemental payment to cover the cost. At this time the client informed us they no longer wanted us to complete the repairs. We allowed them out of the contract and provided the following breakdown for the refund:

  Payment - $8,000
  Completed drywall work - $1,900
  Overhead & Profit from original estimate & supplement - $2,467.22
  Additional work to get claim completed in full - $500
  Refund - $3,132.78

  Therefore, a refund was issued in the amount of $3,132.78. We have attached email documentation where the client agreed to this refund amount.
  

  Customer Answer

  Date: 01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.