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:06/19/2025

  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.

  On June 6, 2025, we went down to visit my grandmother before we were leaving for vacation. We were gone for maybe two hours. When we came home, our basement was flooded. We were leaving for ************ the next day at noon. I called The Restoration Team LLC because they were local and offered emergency service. I asked what we could do in the meantime. He said clear the area. So for two hours, our neighbors came over and helped my husband and I clear the basement. My mother-in-law and son used carpet scrubbers to continuously **** up water. We have a large pump for our pool that we placed in the middle. My husband and the neighbor pushed the water towards the pump and pumped a ton of it out by the time the company got there. The carpet was still wet, but not nearly as bad as it was. The man extracted some water and put in a large dehumidifier. He sprayed some microbial spray and said he would be back the next day to finish extracting the water. He charged me $2500 and said he would get the basement dry. He promised us that he would get the carpet dry and that he would be back on Saturday, June 7. He did not come back anddo any work on June 7 and the floor was soaking wet still on Sunday. My mother-in-law came over to check the house. She said the house reeked, and there was still water in the basement in the same condition it was in on Friday. The gentleman and I went back-and-forth via text message several times when he finally called me my husband spoke to him on the phone. This man told us that he would refund our money. I checked back with him multiple times to inquire about the refund. Today is now June 18th and there still no refund being processed. He wont even acknowledge me.

  Customer Answer

  Date: 06/25/2025

  ADDITIONAL INFORMATION:

  
  The billing manager reached out to me. I had already given them all of my contact information when we hired them, but I sent it to her again. She never emailed me an invoice of what we were being charged for. Her husband **** is the owner of the company and he is the one that said he was going to give a full refund, but I would settle for whatever as long as I knew what I was getting charged for. I just dont understand how running a humidifier over a weekend costs $2500. my mother-in-law lives across the street and was in our house several times throughout the weekend and can testify that they were not here working. I gave ******** several days to send the invoice, but Ive still yet to receive it.
  
  

  Business Response

  Date: 06/27/2025

  Business Response to BBB Complaint ID ********
  

  We appreciate the opportunity to respond to Ms. ********** complaint.
  On June 6, 2025, The Restoration Team LLC was called to Ms.Stashicks property for an emergency water mitigation situation. Upon arrival,our technician performed water extraction services, applied antimicrobial treatments, and deployed commercial drying equipment, including a dehumidifier,consistent with industry standards and the signed Water Mitigation Agreement that Ms. ******** acknowledged.
  

  Our contract, which Ms. ******** signed before work commenced, clearly outlines the following:
  - Services are billed for work performed, not based on outcome guarantees or future conditions, especially given the extent of water intrusion already present when we arrived.
  - The contract also explicitly states that the customer is personally responsible for all charges, regardless of insurance coverage or the timing of their travel plans.
  

  Work Completed and Invoiced:
  The total cost for services rendered was $5,639.91, which reflects:
  - Labor for multiple site visits
  - Water extraction
  - Antimicrobial application
  - Drying equipment setup and cleaning
  
  Ms. ******** made a $2,500 down payment toward this balance.
  

  Communication Regarding Refunds:
  At no time was there a formal agreement for a full refund.While there was a phone conversation where one of our staff expressed a willingness to review the account, this was pending final invoice calculationas was later explained in writing. After generating the final invoice (which was higher than the $2,500 deposit already collected), we communicated that the work performed exceeded the deposit paid, and thus no refund would be issued.
  Additionally, our team made multiple documented attempts to clarify this with Ms. ********* providing to her the breakdown of services and charges per the terms of her signed contract.
  

  Resolution Offer:
  Despite being under no contractual obligation to do so, we offered in good faith to waive the outstanding balance and consider the account paid in full if Ms. ******** ceased making false statements about our company, which she has accepted on June 26, 2025.

  
  In Summary:
  We acted quickly during an emergency situation, performed industry-standard mitigation work as contracted, and billed appropriately for the services provided.
  
  Sincerely,
  ******** ********
  Office Manager
  The Restoration Team LLC