Complaintsfor911 Restoration Inc

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House flooded 2 months ago. 911 Restoration was hired to photograph, catalog, and clean our belongings. The project manager pitched me stating if insurance wouldn't cover it that we would not be held liable for payment. Told me a story of an older woman whose insurance coverage was so inadequate that they didn't even break even on the job because they wanted to help her. Our insurance didn't cover it, and they did end up expecting us to pay. Upon reminding him about his pitch, he said they would return all our belongings without charge. However, not all of our belongings were belonged. They disposed of an undisclosed amount of our things. We have now submitted a claim with the city for responsibility for the conditions that caused our home to flood, but we need documentation of all of our belongings. I've contacted 911 Restoration and been completely ignored. My goal is to get all of the documentation of our belongings, specifically photos, from 911 Restoration.

  Business response

  09/05/2023

  Dear **********;********, 
  
  Thank you for taking the time to share your experience and concerns. We take customer satisfaction very seriously and want to ensure that if an issue arises we can reach a resolution as soon as possible. On June 20th, 2023 911 Restoration Inc. received a phone call for your emergency water damage and one of our Project Managers came to your residence to assist and access the damage. A service agreement was signed by you and our Project Manager on June 20th, 2023 with an estimate of $8,000.00 for the water damage costs to remove and clean all affected contents and provide storage for all unsalvageable and salvageable contents. This service includes documenting and photographing all the contents before being removed and placed into storage from the residence. This is a standard business practice to protect our employees and our clients. 
  From June 21st, 2023 through July 12th, 2023 all the contents that were affected were photographed, documented and removed from your residence. 
  On July 13th, 2023 911 Restoration Inc. was informed that your insurance carrier denied coverage as it was considered a flood loss. 
  On July 15th, 2023 our Project Manager wrote to you the following: 
  
  
  "As per our discussion, please see the attached invoice. I believe the credit card form has been sent via Docusign and the fee's have been waived. The contents are about 80% complete and we are waiting for your signature on the liability waiver so we can discard some of the items, disassemble/finish the cleaning of certain items and return the salvageable items to you. Based on your unique circumstances, we are offering you the opportunity to move forward without payment. Simply sign the liability waiver and let me know you do not want us to finish the job and we will return all items as is with no charge. Please let me know if you have any questions and we will be happy to assist. Thank you!"
  
  
  On July 17th, 2023 you signed the liability waiver which relinquishes any claims to recover damages, losses, or compensation against 911 Restoration Inc. This includes any and all services that we offer. On July 21st, 2023 all of your contents were back in your possession free of charge. 911 Restoration Inc. did not collect any payment for the work that was performed. 
  
  
  We have included the *************** ******* Agreement, Email Chain between you and the Project Manager and the Liability Waiver for your reference. 
  
  
  Please let us know if you have any other questions or concerns. 
  
  
  You may contact me directly for payment options.

  
  Thank you, 

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

  Branch Manager

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

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  911 Restoration billed me $11,363.66 for working to eradicate water from the crawl space located at **** ************** (Rock Creek neighborhood), ********, **. This home is a rental of ***** **** daughter and her family are currently living there. This company's service agreement notes three things:1). remove unsalvageable materials (these were left in the crawl space)2). thoroughly dry affected area. 3). sanitize upon completion None of these things were done. The did remove 2 truck loads of water from the crawl space, and they did remove some unsalvageable materials but left the bag in the crawl space. I believe some of the workers are incompetent. They were expected to be at the house at certain times but didn't show. They talked trash regarding workers who were there on previous work days, they did not turn the sump pump on before leaving for the day which left water to fill in the crawl space once again. After 3 three weeks of little progress, having to provide alternate housing for my daughter and her family, workers not showing up at several agreed upon times, freezing temperatures and being unable to turn on any heat, I lost faith in this company to complete the job. Several attempts were made to On January 1st I sent an email to ******* the project manager, to voice my concerns about the lack of progress on removing water from the crawl space.I talked with **** in accounting, and he was willing to have me pay to cover his costs which amounted to $8,000. I am not willing to pay for the work on the service agreement that was not completed. He mentioned that it is hard to get good help these days, but I don't feel that is my problem.I did pay $500 as a down payment. I ended up hiring another company, Premier Restoration Partners, to resolve the water issue which they completed without incident.

  Business response

  04/12/2022

  We appreciate the opportunity you give us to answer this matter-
  
  
  A. On the day of the call our crew was on site providing our emergency services within an hour from the call sharing all of our knowledge and experience with the client , when home owner had a large loss of flood on their house . 
  
  
  B. Water damages in crawl space are considered working in an area that will have  unknown and our service agreement states our estimates are based on visual inspection and subject to increase.
  After we removed **** gallons of water we reached an agreement with the client. home owner learned this loss is NOT covered by  his insurance and requested us to STOP our wokr and cancel our contract promising to pay for what we did thus far ,   Leak detection is not part of our services , sum pump is NOT part of the services we offer .
  
  
  
  D. If we had to complete this project the amount would be greater based on the complexity of the project.
  
  
  D. after our services were called off it is  Obvious a different contractor could complete the work much easier and cheaper, we already removed **** gallons of water and our equipment was on site for 7 days. 
  
  
  E. As our client is not satisfied with our services we requested to only cover our cost, 5k for the truck services  and 3k for our labor working in a confined space for 7 days. Total of 8k.
  
  
  home owner counter offer was $500.00 for 7 days labor all the equipment on site and 2 large water trucks extracting the water from the crawl space . hence we turned this to our legal department .
  
  
  Youre welcome to contact us with any further questions.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  contracted services on 10/29/2021. Business was to provide "water damage mitigation" for a leak in kitchen ceiling. Paid a $1000 deposit for work to be completed. Final amount unspecified due to not knowing cause of leak, how yet it would be repaired and extent of damage, but $8000 estimate was given "because that's how much insurance companies pay." Company promised to arrive on 11/1 to start work, to be finished "with Phase 1 (finding and stopping the leak), by Thursday at the latest." No one showed. When contacted, they said they were "very busy" and arrived on 11/2, when the "demolition only crew" cut a 6 x 4 foot hole in the kitchen ceiling. The "find the leak crew" arrived on Friday, spent 20 minutes inside, and did not find the leak. I called again, more people came the following week, did not know why they were in my home and spent 10 minutes not finding the leak. Engaged a different company to find the leak. They did. Called the original company to repair the leak. They did not. Called a plumber who fixed the leak. Called original company to fix the hole they made in my ceiling. They don't do that work, but promised to refer me to people who do. They did not. I hired someone to refill my insulation, repair my drywall and paint the ceiling. Called original company to get their stuff out of my house. They congratulated me on getting everything fixed, tried to sell me their mold services, and told me they would be sending me a final invoice. I replied that I was not paying them "$8000 for doing nothing but put a hole in my ceiling." It took them 2 weeks (and another phone call from me) to get their stuff out of my house. They never sent an invoice. On 1/10/2022, they called to ask me why I had not paid the additional $3500 that I owe and threaten me with late fees if I don't pay right away. I called back to say they had not performed services. They emailed me an invoice for the balance of $4500 and threatened legal action if I don't pay.

  Business response

  02/09/2022

  we are very sorry to hear via BBB and never from our client that she is not happy with our services . 

  we thrive to make every client happy with the highest quality service we can . 

   

  our company DO not offer any of the services she is complaining about in this complaint . 

  we only service emergency water damage drying services , we charged home owner $1,000  , and that was paid in full . 

  Im happy to learn that she hired her own contractor to do the repairs as those services we dont offer and never presented we do . 

   

  Im glad to hear that the drying we performed was effective and allowed client contractor to complete the repairs as needed . 

   

  looking forward to help and assist our community in thier need for future drying services and always offer affordable and competitive  pricing for the services we offer . 

  Customer response

  02/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as they are done trying to charge me more money.
  
  Sincerely,
  
  *************************

*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. ↩