Complaints

This profile includes complaints for West Tennessee Restoration, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  West Tennessee Restoration, LLC

  126 Directors Row Jackson, TN 38305

  
• 

  West Tennessee Restoration, LLC

  875 W Poplar Ave STE 23-153 Collierville, TN 38017-2513

  

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:09/24/2024

  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.

  1/21/24Burst pipe in ***** resulted in flooding affecting every room of the house. I hired WTR for the mitigation process which was completed, following that I agreed to hire them for the reconstruction they agreed to go by the insurance estimate and started. They have left my house unfinished and stopped working. This has happened intermittently since they started on the rebuild. Leaving the home untouched with work pending for days and weeks. They texted me a harassing and threatening text from a number that I dont recognize and didnt identify themselves as WTR stating that I owe them $54k+ and that if they dont receive 50k promptly they will put a lien on my house, stop work, and I had till Wed. to get my belongings out of the container that they had put my belongings in. I called the owner, he said that was his wife that sent that text and that I dont answer calls or return messages. Actually the opposite is true. I told him I never even received a bill. Later I found a manilla envelope they stuffed in my mailbox(no postage) indicating that I owe 59k+ They have given me 4 different project managers since the beginning who have at times completely ignored calls and texts. I have been attempting to work this out with them. Im wanting to pay for what is done but not for what isnt and not what is damaged. There are holes in floors that were covered with flooring. Huge gap has been created at kitchen doors large enough for snakes or rats, wind, rain, energy loss, bugs etc..He has refused an offer 12k+ to help pay for work that has been done and allow his company to finish the work and pay the rest. There is not a contract which I asked about before the rebuild which they said we would go by the insurance estimate. Now the owner *** who I have been negotiating with to avoid involving attorneys has again stopped responding. I havent heard from him in over a week. I lived in a hotel 4mo to come home to an incomplete dirty home with no working toilets. More

  

  Business Response

  Date: 10/02/2024

  Customer has refused multiple times to pay us for the portion of work completed. I have told her multiple times that I will not continue work until she pays us for the portion already completed. We have done $28,509.21 in work from her original estimate that we have received $0 compensation for. We also have another estimate for $9,148.32 that is completed and have received $0 in compensation for and an estimate for $14,623.56 that is completed that we have received $0 in compensation for. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22329321
  
  I am rejecting this response because:

  He is asking for payment repairs that are still pending. They never billed me or asked for payment. it was me who asked them how much I owe up to this point on August 5, nearly a month later on August 29 I received a threatening text message from an unknown # signed by an unknown person. On September 3, I was finally able to have a phone conversation with *** the owner. He confirmed that the threatening and harassing text message was from his wife representing WTR. I told him I never received a bill. He said I would have one by the end of the day, so I checked Messages periodically through the day, it was never received. When I checked my mailbox at the end of the day, I found that a manila envelope had been stuffed in there with no postage, it contained two estimates which I had never seen before with a shocking total of $59,245.61. It is not the same estimate that was agreed-upon. It is a new estimate that I had never seen before until that point I had not received a bill or request for payment. This was not actually an itemized invoice. It was estimates containing work still not completed. The mitigation portion is being worked out between WTR and progressive directly. They refused a payment from Progressive for mitigation. From me, they refused an offer of half the insurance payment issued for the repairs $12,128.79 and to receive the other half after completion. There is a lot that still needs to be repaired including damaged caused by WTR. To reiterate the first payment request I recieved from them was a threat of lien if they didnt receive $50k payment and the bill that was stuffed in my mailbox was an estimate I had never seen. 
   

  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/15/2024

  All Im interested in is resolving this. I dont want to keep arguing back and forth. I want to be paid for what we have actually done. To date we have been paid 0 for your project. I will not accept some law ball offer that doesnt come close to the amount of work we have done. 

  Customer Answer

  Date: 10/23/2024

  I am requesting for you to please reopen the case. I would like to apologize if this is closed because I didnt get my response in in time. I have been talking with the insurance company about getting another inspector for the restoration company because despite repeatedly telling and showing them where were is incomplete or damaged, they are asking me to go line by line through the estimate to request credits. I am requesting completion,not discounts. He has had more than ample time to complete this job. They have never met a single cut off time that they gave me, Then they quit completely after they damaged the wood flooring *** the owner told me to go through the estimate line by line to let him know what I dont think I owe for. There are some Things not done that are not on the estimate. Before this job was  started he told me if they run into anything thats not on the estimate it will be submitted to the insurance company and repaired. Now hes saying if its not on the estimate hes not doing it. Theyve had ample time to finish this job. They have left it untouched for days weeks and months at a time, but then they just completely quit working, his wife sent a text threatened me and demanded money. I didnt even know who was sending that text bc Ive had no dealings with that number. It was my understanding that they would do the work then get paid. There was no discussion prior to them starting that indicated anything else. I afraid he is just trying to get paid for incomplete job and leave my house without repair including damage created by them. I want the work completed and I can pay for what is completed.

   

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22329321
  
   I have been talking with the insurance company about getting another inspector for the restoration company because despite repeatedly telling and showing them where were is incomplete or damaged, they are asking me to go line by line through the estimate to request credits. I am requesting completion,not discounts. He has had more than ample time to complete this job. They have never met a single cut off time that they gave me, Then they quit completely after they damaged the wood flooring *** the owner told me to go through the estimate line by line to let him know what I dont think I owe for. There are some Things not done that are not on the estimate. Before this job was  started he told me if they run into anything thats not on the estimate it will be submitted to the insurance company and repaired. Now hes saying if its not on the estimate hes not doing it. Theyve had ample time to finish this job. They have left it untouched for days weeks and months at a time, but then they just completely quit working, his wife sent a text threatened me and demanded money. I didnt even know who was sending that text bc Ive had no dealings with that number. It was my understanding that they would do the work then get paid. There was no discussion prior to them starting that indicated anything else. I afraid he is just trying to get paid for incomplete job and leave my house without repair including damage created by them. I want the work completed and I can pay for what is completed.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/18/2024

  Why did I receive a message saying this has been closed only to find a new message in my junk mail that its still open?

• Initial Complaint

  Date:06/23/2023

  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.

  We had a pipe burst in our home and have been waiting for this business to help us for 6 months. We have called to check 3-4 times to see when we can expect someone, and the receptionist has been increasingly rude with each call. In fact, she has told us twice now that we are welcome to find someone else to help us. I am frustrated as we have waited a long time to have this done, and there is still a hole in our wall, and we are unable to use one of our faucets. I just want someone to come look at it and give us an estimation of when or how long this will take. We want to move on from this unfortunate event. Calling another company would take even longer, but I'm starting to think this is the only way to get my problem solved. Perhaps the BBB can help me get this resolved. I will never use this company again after the way this receptionist has treated us and would actively discourage anyone else from using them.

  

  Business Response

  Date: 07/07/2023

  To whom it may concern, 

  I, ******************* the owner of WTR, LLC contacted ************************************ when I received the complaint on June 27, 2023 at 7:40am, and notified her that *********************************** would be in contact with her on the same day to come take a look at her water damage issues. WTR made every attempt to satisfy the customers wishes, after my employee *********************************** made an appointment and been to the Little residence at ********************************************************************** we were notified by ************************************ that she had miss-communication with her husband *********************** that he had already secured another restoration company to do their water damage repairs prior to ********************* complaint that WTR, LLC was to busy/covered up to render services in what she thought was an appropriate timeframe. During the timeframe of their first initial call to WTR for services; WTR had already received nearly 250 phone calls that emergency services were needed. Before the Little's first call in January 2023 WTR had already started a wait list for services and WTR needed time to process and settle the overload of calls and services we had previously signed. This initial timeframe several thousands of people were experiencing the same emergency issues; broken water pipes from the winter freeze in West Tennessee. My secretary apologized for the extensive wait  each time to every customer that was on the ********************** wait list every time each customer would call for an update; we did inform every customer that they are welcome to stay on our wait list and out source another company if they could find someone that could get to them before we could. WTR understands that wait times can be frustrating to customers when their homes are in turmoil from unexpected disasters. WTR tries to accommodate each and every customer as quickly and professionally as possible. 

  

  Business Response

  Date: 07/07/2023

  After responding, I was informed that my employee did not actually go to the residence but did make phone contact with ************************************. My apologies for thinking my employee had been to the residence. 

  Customer Answer

  Date: 07/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************************

  ***************************************

  *******, ** 38305