ComplaintsforRestorerz

• Initial Complaint

  11/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  September 8, 2023 is the date of loss, due to valve from the toilet.pondence is regarding the following USAA claim: USAA policyholder:*************************** Claim number:006372692007 I spoke with **** regarding this job on Friday September 8th. We agreed this was a category 1 class 4 loss. Many of the line items in your invoice are not warranted by this type of loss. The policy owes for reasonable pricing for necessary repairs. These are the items the policy doesn't owe for:5. Equipment decontamination: no extra cleaning is required other than the normal cleaning which is part of your cost of doing business. This would apply in a cat 3 loss 6. Boots - no ppe's required 7. Eye protection-no ppe's required 8. Personal Protective gloves no ppe's required 9 disposable rain suit no ppe's required 10 Papr cartridgeno ppe's required 11. powered air-purifying respirator no ppe's required 12. neg air fan scrubber - not warranted on a cat 1 loss 13 add for hepa filter not warranted on a cat 1 loss 14. add for hepa filter not warranted on a cat 1 loss 16 cleaning and remediation supervisory - your cost of estimating and supervising your employees is your cost of doing business 17. containment not warranted on a cat 1 loss 18 *********** zipper not warranted on a cat 1 loss 22. clean stud wall not warranted on a cat 1 loss 24. hepa vacuuming not warranted on a cat 1 loss 31. hepa vacuuming not warranted on a cat 1 loss 37. clean stud wall not warranted on a cat 1 loss 39. hepa vacuuming not warranted on a cat 1 loss 46. clean stud wall not warranted on a cat 1 loss 48 hepa vacuuming not warranted on a cat 1 loss 58 clean stud wall not warranted on a cat 1 loss 60.hepa vacuuming not warranted on a cat 1 loss I have been able to verify and approve the covered charges at $14851.87. I signed their safety net agreement of $6500, which states I pay this amount because the insurance company wouldnt pay the rest. do I have to pay for Work that usaa didnt approve?

  Business response

  12/06/2023

  ****, I'm happy to say that we honored a discount for you in an attempt to resolve your concerns. This complaint has been resolved. 

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our water heater started to leak and flooded our house underneath the floor boards and we needed a water mitigation company to mitigate water from going through the house. This is where ********* was called and gave us a quote, signed some papers however the contract signed was voided due to the time estimated start and finish was no where near what it said in the contract. Furthermore, Reztorerz created a document with line items that did not match anything they actually did to try and justify the amount. For the size of the area and work should have only cost roughly around $7000 however Reztorerz put $17000 on the receipt and when reviewing the line items thats when we noticed random items in the receipt and the insurance company did not receive an estimate close to the final receipt.

  Business response

  12/06/2023

  Sir, you are not a customer in our database, you have not signed any of our contracts nor have we ever spoken to you. This complaint has been fully resolved. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 26, 2022, my parents house got flooded due to a pipe that burst from under the house, so we contacted Farmers Ins to file a claim. Being that this is an Emergency situation, we needed to call a restoration company right away to come in and do the mitigation. First I contacted a plumber to fix the pipe however we did not hire this plumber because he wanted a lot of money however and this plumber referred us to a restoration company Restorerz. I googled Restorerz online and saw they had very good reviews and saw that they are accredited by BBB. I spoke to the project manager, I informed them that this is my parents house, and that we already filed a claim with Farmers Ins. Project manager **** from Restorerz reassured us not to worry and guaranteed that the only thing my parents will pay for is their deductible. So I went ahead and informed our Ins adjuster that we will be hiring Restorerz to do the mitigation. Ins adjuster said to make sure that they follow the ***** guidelines, so I went and informed **** from Restorerz exactly what the adjuster stated and he said don't worry we work with Insurance companies all the time and reassure me that they we will follow the ***** guidelines. Restorerz completed the job and luckily only half the house had damage, they didn't have to break any walls down and only pulled hardwood floors on half of the house, They also stored a few items in their storage which was 1 dining table, 6 chairs, pots and pans and 1 of the bedroom which consist of a bed, bed frame, 1 desk, 1 chair, and 1 dresser drawers. There was also a few med boxes. An initial invoice came from Restorerz for doing just the mitigation, totaled to over $60,000. Farmers Ins thought that was way too high and felt that they overcharged on some things and had to hire a third party to investigate. Restorerz brought the amount down to $43,000, Farmers did pay a portion of the amount however Restorerz is stating there is still an outstanding balance of ****** that Farmers is refusing to pay for. Not just that I also received a separate invoice from Restorerz for storing our items in the amount of over $****** which Farmers has already paid for but Restorerz is refusing to release our items from their storage until Farmers pay them the outstanding balance of ****** for the mitigation and threatening to put a lien on my parents house if they don't pay. Farmers is stating Restorerz are not providing documentation to justify their invoice. My parents and I are stuck in the middle of this dispute between Farmers and Restorerz. Restorerz is trying to get me to pay for the balance and I don't have that kind of money. My parents are elderly and have a set income. I just lost my job of over 12 yrs. It's the holidays and we don't even have a dining table because they won't release our items. I reviewed the invoice for storing our items wow I am so shocked of the amount Restorerz charged for storing a few items. I asked for an inventory list and what they provided are pictures, they said photos are more efficient which I disagree because they took 3 photos with different angles of the same chair. 2 photos of the same mattress. I would like someone to please review this storage invoice including the inventory photos from Restorerz because I feel they overcharged. Going back and forth with Farmers Ins and Restorerz not knowing who is telling the truth then I see this invoice from Restorerz and I was shocked on the amount they charged for storing a few items. Even though Farmers Ins paid them for the storing invoice, Restorerz refuses to release our items due to the outstanding balance for the mitigation which Farmers refuses to pay for, now Restorerz is threatening to put a lien on my parents house. My father has a heart problem and both my parent are elderly. They are finally back in the house, however they still don't have their dining table and a few other items. I don't know what else to do and would like to get this resolved. We are caught in the middle of this dispute between Farmers and Restorerz. I hope by me reaching out to you does not cause Farmers or Restorerz to retaliate and cause a bigger problem for my parents. I will be sending the storing invoice and inventory photos for your review. All we ask for is fairness and transparency from both Restorerz and Farmers Ins and meet to somewhere in the middle to get this issue resolved so my parents are not caught in the middle of their dispute. It's the holidays and all we're are asking for are the items that was stored with Restorerz and to please not put a lien on my parents house. Thank you in advance

  Customer response

  01/26/2023

  ***Document Attached***
  Restorerz contacted me yesterday dated 1/25/23 and I spoke to the owner of the company. He informed me that they will be
  releasing my parents items however my parents would need to pick up their items at their storage facility. The owner informed me that we would be responsible for getting a rental truck and moving the items back in my parents house which was perfectly fine with me. Before we got off the phone the owner told me to go ahead and contact his assistant to schedule a date and time of when we can pick up our items, so that's what I did. The assistant is now informing me that they will not schedule a date and time for us to pick up our items until I take down my complaint from the BBB. I have already lost trust and faith in this company , however after speaking with the owner yesterday, my parents was happy to hear they were finally getting their items back. And here we are again, their holding our items hostage until I take the complaint down from the BBB. I informed them that I needed to make sure that parents get their items back. They only sent me a picture of crates which doesn't show if my parents items are actually inside. Restorerz will not schedule a date and time for us to pick up our items until I take the complaint down from the BBB. Please help I don't know what to do. This has been such a stressful situation. I am attaching the communication via text between restorerz (grey)and myself green).
  See Attachment/File: 1DF79B98-C75E-4114-A749-79150E441F44.jpeg

  Business response

  01/27/2023

  We have already worked out the complaint and there are no further issues between us and the customer.

  Customer response

  02/08/2023

   
  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.
  
  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. ↩