ComplaintsforService Team of Professionals

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We reached out to STOP restoration to help with a water leak and mold in our home. They took a long time filing with insurance, failed to get proper prior authorization to actions taken, have admitted they didnt send emails that should have been, didnt get approval that should have been gotten and supposedly got wires crossed. They are now claiming that insurance isnt covering repairs that I insisted they get approval for before they started work and are trying to get us to agree to using us for free advertisement and good reviews in exchange for fixing a situation they have caused.

  

  Business response

  09/04/2024

  ****************,
  Your carrier told us everything we were doing was covered.  We stopped work during the project to verify coverage with your carrier and were given verbal confirmation about the rot damage before proceeding.  Then after they realized the scope of work, they covered less and are excluding some items that have been completed.  We have no control over what your carrier pays out.  We are simply trying to remove the water damage and rot damage from your home so that it is safe for your family.
  We quoted the repair portion of the project before hearing what the carrier was covering and it was over $13,000.  After hearing what the carrier was covering, I offered to complete the repair scope we quoted at the cost of the carriers significantly smaller work scope.  I offered this to complete your home without you having to pay any additional out of pocket costs beyond your deductible.
  I would expect some level of appreciation for stepping in to help when your carrier failed to do so and asked you to commit to providing a testimonial video that we could use in our advertising.
  I will offer you a refund of what youve paid us to close the matter.

  Customer response

  09/04/2024

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

  Please proceed with the refund. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stop Restoration attempted to charge for services not rendered, attempted to overbill us and made significant damage to our property. They initially stated they would fix the damage but when questioned retaliated.

  Customer response

  07/26/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/14/2024

  ************** filed a complaint with the ************* of Justice.  Please find the attached letter as our response to that complaint.  ************** subsequently paid the invoice.  We have not had any further contact with him.

  Customer response

  08/14/2024

   I am rejecting this response because:
  
  
  
  I am writing to formally reject the response provided by Stop regarding my complaint. Their answer does not resolve the issues I have raised.
  Despite their claims, the damage to my roof remains unaddressed. The attached invoice and several emails I have sent clearly indicate that no repairs or changes have been made, the invoice itself shows that the work they complted that resulted in the damage did not need to be done and that they did commit errors as indicated in previous emails as well. The only action taken was my payment to avoid collections and additional interest charges.
  

  I am still seeking the following resolutions:
  Repair of the celing that hey damaged. 
  Refer for the board and side board that they did not complete. 
  A formal apology. 

  
  I appreciate your assistance in this matter and look forward to a satisfactory resolution.
  Sincerely,
  

  ***********************;
  
  
  
  

  
  

  

  Business response

  08/22/2024

  **************, our company was hired to perform mitigation of water damage in a kitchen cabinet.  We provided an estimate based on what we could see.  In that estimate we thought we would have to remove the cabinet and possibly other adjacent cabinets as well as an expected amount of drying.  You agreed to the estimated work scope and cost.  Once our team started the demolition in the sink base we discovered there was less damage than expected.  We completed the mitigation project for substantially less than estimated.
  Containment was used to protect all occupants of the home from the microbial growth that was visible in the sink base and expected to be much worse under the sink base.  This is a best practice to minimize the likelihood of cross contamination and has been explained to you repeatedly by the technician as well as myself.  Sometimes removal of the containment can damage painted surfaces as occurred in your home.
  The adjuster included coverage for the repair in your settlement.  It seems that the repair expense is less than your deductible and you feel my company should pay for the maintenance of your home.
  You repeatedly state in online reviews, a complaint to the BBB and to the ***** the false claim that we tried to charge you $6000.  You know this is false, at no point was an invoice sent to you for anywhere near that amount, that was the initial estimate that you agreed to.
  We revised our invoice to reflect the actual work completed.  It was only after you filed a complaint to the ***** and we responded proving the claim false that you paid your invoice.
  We will not be completing any further work in your home.  You are attempting to extort my company to work for free by spreading false statements online and to the BBB. 
  - ***********************

  Customer response

  08/22/2024

   I am rejecting this response because:  Subject: Formal Complaint Regarding Stop Restoration Services
  

  Dear ***********************,
  

  I am writing to express my profound dissatisfaction with the services rendered by Stop Restoration and your conduct throughout the process. It is with great disappointment that I must outline the numerous issues encountered, which have resulted in significant financial loss, unwarranted stress, and a complete erosion of trust in your company.
  

  To begin, the initial estimate provided underwent multiple revisions, not due to reduced costs, but rather because of admitted "errors" on your part. These errors only came to light after we presented irrefutable video and email evidence, as well as proving that the documented information was not only incorrect but also fraudulent in nature.
  

  Your persistent claims of these being mere "mistakes" are contradicted by video recordings, where you initially denied making certain statements. Only when you and your team were confronted multiple times with the video and email evidence did you acknowledge the truth and subsequently make the necessary changes.

  Furthermore, the insurance agent herself intervened, resulting in a 10% reduction in the bill due to the multitude of errors you committed. You also failed to fulfill your promise of a referral, and the damage incurred was a direct consequence of your company's standard practices.

  
  The additional by the insurance is to pay for the the wood under the sink and beside the board that your workers did not reffer for completion. You have not provided any evidence to disprove any of these claims. In fact, you have admitted to causing the damage and making multiple errors, and you and your team were even caught on video and in email lying about your practices and information none of which as been dienied by you. 

  
  I paid the invoice not because you proved any wrongdoing, but because your contract stipulates the accrual of interest after 30 days. Given the experience thus far, I had no doubt that you would enforce this clause. The accusation of extortion is patently false and a desperate attempt to deflect blame for the shoddy and incompetent work performed.

  
  In addtion after consulting with the insurance company, it is clear that no company would only address the one area of the ceiling. The entire celing would need to be completed. 

  
  
  Sincerely,
  

  Casey 
  
  

  
  

*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. ↩