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:08/08/2023

  Type:Product 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.

  This transaction began on 9/9/2022. Project was estimated to be done in about a month. Estimated completion date was 10/10/2022. The entire project took 182 days to complete . Not even close to the 31 days that they had estimated. They were very difficult to reach by phone and text. Lied many times about their intentions to return my calls the next day. They would ignore my calls for weeks on end. I had to usually get ugly to get a call back. He always had excuses: he was in the mountains, could not get a signal, was out of the country and there was a big time difference, etc……. Always something.
  Excuse after excuse. So because of this, it took 182 days versus 31 days. I was totally aggravated and frustrated with this company.
  Their resolution to my “ water damage” issues was to buy/have installed a new HVAC system. I choose a very reputable company and had the system installed.
  Work was completed in Jan or February. I did not use the new system until the weather got warm sometime around June 2023. Upon using the new HVAC system, I found when the extreme heat set in, that their suggestive new HVAC had not solved a single problem. The vents began to leak again, the doors on the front of my home began to swell and stick from moisture, the humidity in my home returned to extremely high percentages. I was pulling about 100 pints of water from my home daily using a dehumidifier. As soon as I turned the dehumidifier off, the levels of relative humidity topped over 80 percent most days. I contacted Hank ****** ( the owner of this company) in early July 2023. I explained everything to him that was happening via text messages. I asked him to call me asap. He has yet to call, today is August 7, 2023. It has been a month since I first reached out. In total, the project cost over ** ******** *******. That includes the cost of the HVAC system that I had to pay for out of my pocket. I was promised full restitution to the issue and got nothing.

  

  Business Response

  Date: 02/17/2024

  This transaction began on 9/9/2022. Project was estimated to be done in about a month. Estimated completion date was 10/10/2022. The entire project took 182 days to complete . Not even close to the 31 days that they had estimated. They were very difficult to reach by phone and text. Lied many times about their intentions to return my calls the next day. They would ignore my calls for weeks on end. I had to usually get ugly to get a call back. He always had excuses: he was in the mountains, could not get a signal, was out of the country and there was a big time difference, etc……. Always something. Excuse after excuse. So because of this, it took 182 days versus 31 days. I was totally aggravated and frustrated with this company. Their resolution to my “ water damage” issues was to buy/have installed a new HVAC system. I choose a very reputable company and had the system installed. Work was completed in Jan or February. I did not use the new system until the weather got warm sometime around June 2023. Upon using the new HVAC system, I found when the extreme heat set in, that their suggestive new HVAC had not solved a single problem. The vents began to leak again, the doors on the front of my home began to swell and stick from moisture, the humidity in my home returned to extremely high percentages. I was pulling about 100 pints of water from my home daily using a dehumidifier. As soon as I turned the dehumidifier off, the levels of relative humidity topped over 80 percent most days. I contacted Hank ****** ( the owner of this company) in early July 2023. I explained everything to him that was happening via text messages. I asked him to call me asap. He has yet to call, today is August 7, 2023. It has been a month since I first reached out. In total, the project cost over ** ******** *******. That includes the cost of the HVAC system that I had to pay for out of my pocket. I was promised full restitution to the issue and got nothing.
  

   

  I am loss for words on this. When I came out to do initial inspection, I found various potential issues causing the high moisture levels in her home. Some of the vents had moisture damage including rust which is an indicator of high levels of moisture blowing out of the vents. This can be do to a faulty HVAC system. There was also moisture damage around the front door on the interior of the home.  This was an isolated issue as well. I spent a lot of time and many visits to help mitigate the problem, much more than I was being paid for. 911 Restoration is not an HVAC company but does use a qualified HVAC company to help diagnose and repair faulty HVAC equipment. We have nothing to do with the sales portion between the HVAC company and our client. They came out and recommended replacement of old unit in leu of repairing the unit because of the age of the unit. I provided Ms. *********** with a good finance company to help provide financing with a new system. At that point, she called another company to give her a quote. When I found out this from her, I was surprised Ms. *********** was using a different company. But that is her choice. Why didn't the new company do their due diligence to determine what was wrong with the old system, before actually selling and installing the new system? In what way does 911 Restoration have anything to do with this project at this point? Why does Ms. *********** think that what I suggested as a potential issue became gospel to the situation when she had two experts in their field, HVAC companies wanting to offer the same end result? What made 911 Restoration responsible for Donna choosing an HVAC company without telling me she was using them until after the fact, when she ended with the same result of high moisture? How is 911 Restoration responsible for this. I have no idea if the installing company has an idea how to treat high levels of moisture coming out of the supply ducts into her home. Also, I have no idea how Ms. *********** can say her humidity levels were at levels of 80%. If she was relying on the humidistats on the units in her home to make the determination, then there is no accuracy to them and not a source that can make that determination. There is a complete science to detecting humidity levels and a humidistat installed in her home when it was build became inaccurate about a year after installation.  I could go on and on about inaccuracies in home version humidistats but not important for now. Why doesn't Ms. *********** call the "Reputable" HVAC company to determine her high moisture levels. She also had contacted the property management company and they found active leaks in the floors above I believe. That is why the front door wall was saturated in moisture. I do not remember the actual story told to me by Ms. ***********. She could better explain that. I also question that she is trying to make this all fall on 911 Restoration, how come there are two special dehumidifiers/fans installed in her hall bathroom and in the main hallway to the bedrooms to begin with? Seems like this was a problem long before she moved into this home. I hope this helps complete the story from both sides. 

  

  Business Response

  Date: 02/17/2024

  This transaction began on 9/9/2022. Project was estimated to be done in about a month. Estimated completion date was 10/10/2022. The entire project took 182 days to complete . Not even close to the 31 days that they had estimated. They were very difficult to reach by phone and text. Lied many times about their intentions to return my calls the next day. They would ignore my calls for weeks on end. I had to usually get ugly to get a call back. He always had excuses: he was in the mountains, could not get a signal, was out of the country and there was a big time difference, etc……. Always something. Excuse after excuse. So because of this, it took 182 days versus 31 days. I was totally aggravated and frustrated with this company. Their resolution to my “ water damage” issues was to buy/have installed a new HVAC system. I choose a very reputable company and had the system installed. Work was completed in Jan or February. I did not use the new system until the weather got warm sometime around June 2023. Upon using the new HVAC system, I found when the extreme heat set in, that their suggestive new HVAC had not solved a single problem. The vents began to leak again, the doors on the front of my home began to swell and stick from moisture, the humidity in my home returned to extremely high percentages. I was pulling about 100 pints of water from my home daily using a dehumidifier. As soon as I turned the dehumidifier off, the levels of relative humidity topped over 80 percent most days. I contacted Hank ****** ( the owner of this company) in early July 2023. I explained everything to him that was happening via text messages. I asked him to call me asap. He has yet to call, today is August 7, 2023. It has been a month since I first reached out. In total, the project cost over ** ******** *******. That includes the cost of the HVAC system that I had to pay for out of my pocket. I was promised full restitution to the issue and got nothing.
  

   

  I am loss for words on this. When I came out to do initial inspection, I found various potential issues causing the high moisture levels in her home. Some of the vents had moisture damage including rust which is an indicator of high levels of moisture blowing out of the vents. This can be do to a faulty HVAC system. There was also moisture damage around the front door on the interior of the home.  This was an isolated issue as well. I spent a lot of time and many visits to help mitigate the problem, much more than I was being paid for. 911 Restoration is not an HVAC company but does use a qualified HVAC company to help diagnose and repair faulty HVAC equipment. We have nothing to do with the sales portion between the HVAC company and our client. They came out and recommended replacement of old unit in leu of repairing the unit because of the age of the unit. I provided Ms. *********** with a good finance company to help provide financing with a new system. At that point, she called another company to give her a quote. When I found out this from her, I was surprised Ms. *********** was using a different company. But that is her choice. Why didn't the new company do their due diligence to determine what was wrong with the old system, before actually selling and installing the new system? In what way does 911 Restoration have anything to do with this project at this point? Why does Ms. *********** think that what I suggested as a potential issue became gospel to the situation when she had two experts in their field, HVAC companies wanting to offer the same end result? What made 911 Restoration responsible for Donna choosing an HVAC company without telling me she was using them until after the fact, when she ended with the same result of high moisture? How is 911 Restoration responsible for this. I have no idea if the installing company has an idea how to treat high levels of moisture coming out of the supply ducts into her home. Also, I have no idea how Ms. *********** can say her humidity levels were at levels of 80%. If she was relying on the humidistats on the units in her home to make the determination, then there is no accuracy to them and not a source that can make that determination. There is a complete science to detecting humidity levels and a humidistat installed in her home when it was build became inaccurate about a year after installation.  I could go on and on about inaccuracies in home version humidistats but not important for now. Why doesn't Ms. *********** call the "Reputable" HVAC company to determine her high moisture levels. She also had contacted the property management company and they found active leaks in the floors above I believe. That is why the front door wall was saturated in moisture. I do not remember the actual story told to me by Ms. ***********. She could better explain that. I also question that she is trying to make this all fall on 911 Restoration, how come there are two special dehumidifiers/fans installed in her hall bathroom and in the main hallway to the bedrooms to begin with? Seems like this was a problem long before she moved into this home. I hope this helps complete the story from both sides.