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:05/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 had a water heater flood our house on March 9 2023. Restoration 1 was contacted to provide help with this damage. They provided restoration services to clean up the water damage in our home. We paid them $17,729 for this service. They said they would provide an estimate for the repair work. We received the estimate and chose someone else to do the work. Restoration 1 was contracted to provide restoration services which they were paid for when they completed the work. We did not contract them for rebuilding. They were not contracted to write an estimate for the rebuilding. Now they say we owe them 20% ($3900) of the rebuilding estimate because we didnt choose them to do the repair work. They are saying we terminated their services and therefore we owe them this to pay them for doing the repair estimate. They werent terminated from anything. We contracted with them to do the restoration from water damage.It says on their invoice it is for approved rebuild estimate. We received an email from May 2nd that the invoice is for writing an estimate. They arent even sure what they are billing us for. They offered us a 50% discount on the $3900 which they claim they are owed for either writing the estimate or 20% of the rebuild estimate. They arent sure what its for. Bottom line is that we signed a contract for the restoration services which they did and we paid for. They were terminated from anything.

• Initial Complaint

  Date:11/15/2022

  Type:Customer Service 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 Thursday November 10,2022 I phoned Restoration 1 on the suggestion of my insurance company to seek an estimate for water damage repairs. The first person I spoke to, Adam, was quite polite and accommodating and had the "project manager" Keyton Haverstick and his partner AJ at my home by 4:15, Adam told me 4 pm but I was ok with them being late because it was quite urgent to me. After Keyton and AJ inspected my home and took water readings from the drywall they exited my home and stayed that they would get the estimate done and emailed to me by the next day. Well Friday came and went, and as it was a holiday I made an allowance for that. Monday morning I phoned again and spoke to Adam, he again was friendly and made it seem as though I would have my estimate to submit in no time. Now we move to Tuesday November 15 and I call to speak to someone and both ladies were quite rude and my patience has worn a bit thin, however I remained professional. As I stated I have spoken to multiple new people today and was just told by the last in that "we may not be the right company for your repairs," within minutes Lacy called me back and stated with the current work load that the estimate that was guaranteed to be given couldn't even be done. I requested to speak to the manager and she said she would have the owner contact me. I am just trying to get my home repaired and this company has definitely not made things any easier on me. I don't know what happened to customer service in the world, but if this is your idea of it...it definitely leaves something to be desired. Not to put my private business out there but I will and the truth is if I treated my patients the way I was treated, I would have the nursing board up my rear...however, I don't and am a recipient of a nationally recognized award, as well as others. I was raised to treat people how you would like to be treated...so I am quite honest, polite and patient, until I have been pushed to act.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2022/11/16) */
  Mrs *****, so far we have offered to provide an estimate at zero cost. Mrs ***** asked to handle the carrier herself and in situations like such we are only needed for an estimate so the client can receive funds. Your carrier can also provide you an estimate. We understand you are expecting an estimate and the expectation was to be Friday. Unfortunately circumstances arose where that has been delayed. We value respectful interactions as well good communication. As of now we are not in contract to perform any services and are expecting zero monies for any services. We are happy to provide the estimate when our mitigation manager returns to work but would need a contract executed. Please reach me to if you wish to discuss further. Best Refards, **** ******* XXX-XXX-XXXX