ComplaintsforService Restoration, Inc.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/2024 Service restoration setup equipment to help with the water in the basement of our house.On 6/23/2024 there was no change in the water levels in the basement.On 6/24/2024 the it became apparent the equipment service restoration setup was pumping water into the same drain that was over flowing and their equipment was leaking ***** water on the carpet. We called service restoration and unplugged the equipment from the outlets till they could resolve the ********* one returned our calls, we installed pumps we sourced different equipment to pump water out. A septic service identified and plumber identified the root issues.On 6/25/2024 ***** from service restoration called to say that tech had been evacuated from the area due to the risk of the dam failure. The septic service providers returned to pump the septic. On 6/26/2024 a *** from service restoration called to say someone would be out to look at the equipment issues.@630 pm the tech couldnt resolve the issues and asked if we wanted the equipment removed. We did if they couldnt fix the leak and drain to a drain that wasnt overflowing.A different plumber ***laced the pump that failed and installed a new backflow valve. Service restoration equipment wasnt working because they set it up to drain where the water was backing up. Also some of the equipment was leaking at the bottom of the machine.Also when we have reached out to their customer ********************** they havent provided any resolution. Or a contact to direct our concerns.

  

  Business response

  09/26/2024

  Hello, this matter is closed. This customer's invoice was voided in entirety EVEN THOUGH she was paid in full by her insurance for the service we provided. There is a lot of incorrect information in this, and not to address old wounds, but we have to respond to this report. The customer admitted to turning off the equipment due to it being "loud" and thinking it was "going to blow up". Obviously our equipment wouldn't work at that point. Additionally, if insurance looks at the service we performed and disagrees, they would not pay for the service. The insurance company paid our invoice in full, meaning they agreed with the service we performed for $3k. Then because the customer review bombed us on ****** with her daughter and son, we voided the invoice to avoid further escalation. The customer has been notified that their invoice was voided, meaning the matter is closed and they are not being charged anything even though we did perform work and service at their property. I can provide more detail and notes if needed, but this should be resolved.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The team promised to protect our flooring on multiple occasions. This did not happen until later in the project. Then they didn't cover all the surfaces and continued to walk on the unprotected areas. *** claims it's not industry standard to cover the floor. Even if it's not, the promised they would. We asked them not to use our new front door. They did it anyway and left our house unlocked and many of our windows open. They damaged the front door and the frame. ****, our project manager stole items from our house that they damaged. The cleaners, cleaners, and drywall workers used our personal items and our swiffer was taken along with our broom and dust pan. Our other mop was used as well and damaged. The vendors did not mask our belongings and got paint, drywall, and mud on several of our items. We were told the cleaners would do a deep clean of all the rooms except the building. That didn't happen. We let the company know we did 12 hours of cleaning the night before they came, so they should only need to do a few things. The things we left for them didn't get cleaned. There are 23 punch list items for the company to repair since chunks of the walls are falling off, there are cracks in the wall that were not there before, and all of outlets were left exposed without covers. We aren't able to put them back on because they mudded and painted over the outlets. We requested we be able to use a different vendor since we don't trust them. *** originally said he would consider, but then when he came out to inspect the damages, he said he just wanted the numbers for pricing. He said he was going to give us the option between two vendors. This never happened and he wouldn't put it in writing. I told *** if we did let him back in we would need a hotel and assurance the flooring would be covered and nothing would be stolen from our house. He couldn't give us that. I also found out the proper permits were not pulled and he is putting a lien on our house.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021 our basement flooded we are new home owners so we are new to all this. I looked up service for this issue this business popped up and they came out. When they got here they looked at the basement and said they would have to rip up the carpet and get the water up. I specifically asked how much this was gonna cost because we didn't have money at the time. The guy said " don't worry your insurance will pay for it" he said he talk to insurance and tell them something that they would cover it! Well it ended up being they didn't pay for it so now we have a $7,770 ****! I am on s.s and don't work my husband has had 2 knee surgeries in the last 9 months. I kept in touch with the company told them we had no income coming in and I have made 1 payment and we are trying to get on our feet. Now I'm getting text messages threatening to put lein on my house and forclouse on my house the guy said. Which I was told he can't forclouse on the house he can put the lein on it tho. I have talked to two ladies name **********, ****. Told them everything going on. ******************* is the guy that's been harassing and threatening me. My husband spoke to him today and everything *** told me was different from what he told my husband. They didn't give me a cost for repairs because they said they would not know till after the work was done because they didn't know how long it take to dry. They ruined brand new carpet by cutting it wrong said that's how they do it the carpet people got over on us!! This is a very unprofessional business I hope that nobody else suffer at the hands of these people. Also never got a paper **** they emailed everything and if you don't check your email everyday then that might be a issue.

  

  Business response

  07/11/2022

  I will respond to each point individually as there are several accusations in this complaint. 
  
  1. We ruined perfectly good carpet: Upon reviewing all of the progress and completion photos the carpet was detached, not cut out. We detach the carpet to pull out the pad underneath it since it acts as a sponge and takes a very long time to dry out. This is more cost effective and efficient since pad can be replaced and you can re-stretch the carpet. 
  
  2. We are harassing you: We are contacting you to collect on a debt owed. I'm sorry you didn't have proper insurance coverage which would have included sump pump failure. Any time your house has a sump pump, a sump pump rider should be included on your insurance policy. We understand that things may be tight in terms of paying your invoice but several payment plans have been promised by you (2/24/22 promised $300/week, 4/18/22 promised $100/week, 6/17/22 promised $200/week) and yet we have only received $480 since sending you the invoice 1/12/22. Following up on a debt owed is not harassment and we are within our rights to file a mechanics lien to protect our interest in getting payment for our work completed.
  
  3. We didn't give cost for repairs: This is true, we are not interested in taking on the rebuild portion of your project when we can't get the mitigation portion paid. If you're referring to the cost of the mitigation, this is also correct. We do everything we can to get the property dried as efficiently as possible but we don't know how long it will take to dry it as there are many factors involved. It's impossible to factor in all of those scenarios and factors.
  
  I'm sorry you had such a poor experience but it is not harassment to follow up on an unpaid **** regardless of your personal situation, especially when 3 payment plan promises have gone unfulfilled so far. 

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