Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  April 16th 2025 First Response restoration came with an adjuster that pressured me into doing business with this company. The job was quoted and I was told it could be done. Soon as they got the first check he said one of his workers (plumber) is trying to overcharge him and complained of the drive. His plumber finally came and didnt hook any fixtures up right. They had to call out another plumber who tried to help but water pressure is still off. My shower was pouring water and would not turn off. They put a tub shower door in my shower that you can stick your hand under it is not correct. They left a huge hole in the wall. Did not paint trim and when I addressed the problem he said all I do is complain. I have pictures as proof. I do not recommend. They did all kinds of shortcuts and broke my toilet that he had to replace and now they are not willing to provide invoices when I was told they are not going to finish the job. I have to find someone to finish the job. The claim was for repairs and this company will not send out an invoice. This has been going on since April for a bathroom. Choose your contractor wisely.

  

  Business Response

  Date: 07/17/2025

  Apologies for the delayed response Ive been out of the office this week due to the birth of my child.
  
  
  We regret the customer was not satisfied, but we strongly disagree with any claims of taking advantage. A deposit was paid to start the project, and the remaining balance of around $7,000 was due upon completion. We made multiple efforts to accommodate her requests, including upgraded materials such as a tile shower and a black vanity, both of which exceeded the original budget.
  
  
  Although the job is about 90% complete, I have not asked for the remaining balance. I also personally covered the cost of new shower doors to enhance the final look, which unfortunately became a point of disagreement.
  
  
  We have documentation including messages and photos to support our position and show that we went above and beyond throughout this project.
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23538825
  
  I am rejecting this response for the following reasons: I am requesting the invoices that confirm the job's completion in order to proceed with the insurance company. There is NOT $7000 remaining for any further actions. The insurance company will make an effort to contact First Response Property Restoration to obtain the invoice, or additional measures will be taken. Recoverable depreciation does not constitute a payment that is directed to you or First Response Property Restoration. Recoverable depreciation refers to the segment of an insurance payout that is initially retained by the insurer, reflecting the decrease in an item's value due to age or deterioration. This amount is termed 'recoverable' as it can be reclaimed from your insurer once you repair or replace the damaged item and provide proof of the expense, thereby increasing the total payout to the replacement cost value. First Response Property Restoration was attempting to withhold this from ***** *****, and now they are unwilling to issue an invoice for the materials acquired. The insurance company possesses records of your payments and all checks received for the services provided. The contract has been violated, and First Response did not fulfill the job completely. There are photographs and messages documented. We request that you send an invoice.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/24/2025

  I spoke with the adjuster and provided the invoice they requested. Its the same invoice that was submitted and approved prior to starting the reconstruction project. I sent invoice and 60 photos of this project.
  To provide some clarity, heres a breakdown of the work we completed on this project:
         The customer received a brand new soaking tub with new plumbing.
         A custom tile shower was installed, which is a significant upgrade from the original fiberglass shower.
         The customer requested a black vanity, which was an upgrade from the original wood finish. The cabinet company charged an additional $300 for this specific selection.
         We installed a new tile floor and a new toilet.
         Drywall work was completed, including mudding, taping, and sanding.
         We painted the entire bathroom and toilet room.
         The customer received two new sinks with all new plumbing.
         We also provided new shower doors at no additional cost, as the original doors didnt match the updated tile shower.
         Prior to installing the tile, we waterproofed the backing boards behind the shower, as is required for proper installation.
         Additionally, the drywall in the garage was repaired and painted.
  
  
  
  We received a deposit of approximately $7,500, which was used to purchase materials including tile, mortar, GoBoard, grout, drywall, paint, a vanity, sinks, a toilet, shower doors, plumbing, shower and tub hardware, a shower pan, a soaking tub, and more. All of these items have been installed.
  There were two issues brought to our attention in the final stages of this project: a leaking shower head and dissatisfaction with the shower doors. I assured the customer that both concerns would be addressed promptly.
  Our estimate, which was approved by the insurance company, totaled approximately $14,600. So far, weve only received around $7,500 as a deposit, meaning there is a remaining balance of about $7,100.
  
  We included the shower doors at no additional charge, as a courtesy. However, when the customer expressed dissatisfaction with the doors, we explained thatrather than continue covering additional costs out-of-pocketwe would allocate a portion of the remaining balance owed to us toward replacing them. This approach was intended to keep things clear and avoid confusion.
  Unfortunately, this is when the situation escalated. Shortly after that conversation, I received a notice from the Better Business Bureau, along with negative reviews on both ****** and Facebook.
  At this point, weve informed the customer that they no longer owe us anything. We advised her to use the remaining fundsoriginally owed to **** hire another contractor to purchase and install new shower doors of her choosing.
  We also paid a plumber nearly $600 to address the leaking shower head. While the issue was resolved, the repair required cutting into the drywall behind the shower. The remaining balance of approximately $7,100 is more than enough to cover the cost of custom glass shower doors, cut to size, and to hire a painter to repair and repaint the drywall area in the closet so it looks new again.
  We ultimately chose to walk away from this project because we felt that, even if we replaced the shower doors, the customer still wouldnt be satisfied. As a small business, we simply cannot continue going over budget every time a customer is unhappyespecially when we already provided and installed the first set of shower doors at no additional cost.
  Ive already shared all of this with the insurance company, along with over 60 photos documenting the project from start to finish. These photos clearly show that the work is over 95% complete, yet weve only received the initial deposit intended for materials.
  At this point, were simply ready to move on. Were focused on helping people restore their homes, and wed like to put this situation behind us so we can continue doing just that.
  
  
  

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:

  You could have saved yourself some time by just submitting the invoice like I asked instead of arguing. They need the invoice to provide the funds to complete the 95% job. Dont take on something you cant complete 100%. You came out of pocket because you broke the toilet, the shower, and put the doors up crooked. Do better!! 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***** *****