Complaints

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• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair 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.

  August 2022 the ark restoration came into our home to repair and remove wet subflooring mold and dry out crawl space underneath house. It is January 30th and they still not completed the job. The house has been left sitting for 2 months at a time they packed our belongings and took them to low location on their property. And every attempt to get our belongs back to us so we can move them to a location where we can get to them when we need to or want to has been ignored. 5 months going into the 6 month we have been in a hotel room and not able to live in our home. They are holding property hostage for the last ***** that was agreed upon to be paid at the completion of the job, but the job is not been completed. I don't understand why that they are allowed and can hold our belongings the insurance is paid them almost $20,000. At one point when I got someone on the phone I was told that there were three weeks out from being able to deliver our furniture back it's been over a month ago still have no communication from them or no estimated of delivery date of our belongings. There is no money owed to them at this point they managed to cheat in order to get as much money as they got out of the insurance company so far.

  

  Business Response

  Date: 02/07/2023

  Ark Restoration received this claim on 8/26/2022 as a water loss. A leak detection company was scheduled to inspect for the cause of loss so mitigation could begin. We completed the pack out and brought the insureds contents to a secure temperature-controlled environment. Water mitigation services were performed and then the repair inspection was scheduled. Repairs are unable to begin until full written approval is received from the adjuster. We were in communication with the insured throughout the approval process. Once approval was received, we had all contracts signed by the insured and scheduled to begin the repair work.
  
  The insureds contents were accessible by appointment. The insured was aware of this, but she refused to make an appointment to access her contents. We will not move the contents back until the repairs are completed in full. We were unable to move her contents back because she refused to sign that the repairs were finished. The scope of work was completed in full for the repairs, but the insured was concerned about mold in the crawlspace. She requested that we have a third-party company inspect her crawlspace for mold. We had this inspection completed and they determined that there is excessive water (unrelated to the **** ducts) around the perimeter walls of the crawlspace. The report indicated that this water is causing excessive moisture/humidity in the crawlspace leading to mold growth. These findings were relayed to the insured and the adjuster. We informed the insured that the mold is unrelated to the loss and advised that she should have this addressed quickly. The insured signed off on the repairs on 1/31/2023. The move back is scheduled.
  
  Payment was collected in accordance with the draw schedule listed in the signed contract signed between Ark Restoration and the Insured. The contract was written based on the approved estimate from the insurance company, Liberty Mutual. Please note, adjusters do not cover any additional work that is not warranted by the loss. There is absolutely no way that additional funds would be permitted through Liberty Mutual without ample evidence that the additional work/funds are needed.
  
  The insured was very difficult to work with. She removed the lockbox from the door and demanded that all appointments/work be scheduled through her. We understood this request and tried scheduling with her for work to be completed. But this caused delays because there would be times that she would not be available, and we would have to find a different day that worked for all parties. She also contacted the office several times yelling and cursing at the office staff. She would text the project manager at all hours of the night and expect an immediate response. Despite the erratic behavior, the project manager and office staff were very responsive and attempted to assist the insured throughout her project. Our goal is to help the insured and get her home back to pre-loss condition as efficiently as possible. Ark Restoration worked diligently to assist the insured with her loss and get her back into her home as quickly as possible.